Manager, Customer Success (Commercial)

About 1Password:

We all have important information we need to manage, and protecting it should be easy. Over 150,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.

Our Customer Success team is dedicated to helping customers unlock the full value of their investment in security and privacy by building trusted, long-term relationships. Acting as strategic advisors, we proactively guide customers to achieve their goals while driving adoption, retention, and growth with 1Password.

The Commercial Customer Success team focuses on supporting organizations with 1,000 to 3,000 employees, ensuring they continue to see measurable value and ROI in their partnership with 1Password.

As a Team Manager of Customer Success for the Commercial segment, you’ll play a pivotal role in coaching and developing your team to achieve individual and collective goals tied to growth, revenue retention, and customer satisfaction. You’ll collaborate with your direct reports to refine processes, elevate performance, and support their professional development within 1Password.

Success in this role requires adaptability, strong communication skills, and a passion for building and scaling high-performing teams in a dynamic, fast-paced environment. If you thrive on empowering others and driving meaningful customer outcomes, we’d love to hear from you!

This is a remote opportunity within Canada or the US.

• Customer Success Expertise: Proven background with 3+ years in the security or SaaS industry, successfully managing customers of all sizes to drive adoption, retention, and growth.
• Leadership Experience: At least 2+ years of demonstrated success in building and leading high-performing teams while fostering a strong, supportive team culture.
• Mid-Market Focus: Experience working with Mid-Market B2B customers is highly valued.
• Exceptional Prioritization Skills: Adept at managing internal projects, resolving escalations, and balancing team, customer, and company needs.
• Customer-Centric Approach: Passionate about uncovering customer needs through strong, open-ended questions. Your communication style is concise, empathetic, and strikes a balance between teaching and learning. You excel at leading productive conversations that foster trust and understanding.
• Collaborative and Cross-Functional: Skilled at partnering with internal teams to align on goals and solutions, ensuring both customer and company success.
• Influential Communicator: Strong communication and interpersonal skills with a proven ability to positively influence others and build lasting relationships.
• Fast Learner and Problem Solver: Quick to adapt to new environments, independently learn tools and processes, and tackle challenges with a solution-focused mindset.
• Tools & Process Optimization: Experienced with Salesforce, Gainsight, and other Customer Success tools. Proven ability to implement or refine processes to improve team efficiency and outcomes.
• Bonus: Familiarity with 1Password or other password managers is a plus, helping you quickly gain confidence in the role.

• Monitor and Optimize Team Performance: Continuously track, analyze, and report on team performance, identifying opportunities for proactive engagement and areas for improvement. Quickly address challenges to ensure targets are met or exceeded.
• Lead Collaborative Team Meetings: Partner with the existing Team Lead and Commercial Manager to facilitate regular team meetings, fostering alignment, collaboration, and knowledge-sharing across the team.
• Coach and Develop Team Members: Provide individualized coaching and guidance through regular 1:1s and ongoing performance discussions. Support team members in achieving their monthly and quarterly targets while helping them advance toward their career goals within 1Password.
• Oversee Day-to-Day Operations: Manage daily operations, including goal setting, task allocation, and performance management. Assign tasks based on team members’ strengths and skills, ensuring work is completed effectively and to a high standard.
• Drive Departmental and Organizational Goals: Execute on team and department priorities in alignment with broader business objectives, ensuring your team contributes to the overall success of the customer success department.
• Foster Team Growth and Talent Development: Develop, retain, and motivate a high-performing team. Actively recruit and onboard new team members, continually raising the bar for talent and capabilities. Provide structured onboarding and ongoing support to help all team members thrive.
• Champion Process Improvement: Identify and implement process enhancements to improve efficiency, scalability, and the overall customer experience. Advocate for new ideas and solutions to ensure the team evolves to effectively manage a growing book of business.

• Customer Net Promoter Score (NPS): Measure customer satisfaction and loyalty to identify areas for improvement.
• Churn Rate and Retention Metrics: Track customer retention and attrition to gauge overall satisfaction and long-term engagement.
• New Annual Recurring Revenue (ARR): Assess growth through upsell and cross-sell opportunities with existing customers.
• Product Adoption and Engagement: Monitor usage trends and adoption rates to ensure customers are deriving maximum value from the product.
• Strategic Customer Engagements: Evaluate the number and impact of strategic initiatives and interactions with key accounts.
• Successful Risk Resolution: Measure the effectiveness of proactive risk identification and mitigation to ensure customer success and retention.

USA-based roles only: The annual base salary for this role is between $116,000 USD and $165,000 USD and is commission-eligible. The role is also eligible for immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The annual base salary for this role is between $111,000 CAD and $150,000 CAD and is commission-eligible. The role is also eligible for immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites, quarterly department meetings and periodic customer events. These events will typically be held in varying locations across EMEA, Canada and/or the USA. In leadership roles, you can expect to travel once per month on average.

What we offer:

We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:

Health and wellbeing

> 👶 Maternity and parental leave top-up programs

> 👟 Wellness spending allowance

> 🏝 Generous PTO policy 

> 💖 Company-wide wellness days off scheduled throughout the year 

> 🧠 Wellness Coach membership

> 🩺 Comprehensive health coverage

 Growth and future 

> 📈 Company equity for all full-time employees

> 💸 Retirement matching program

> 💡 Training budget, 1Password University access, and learning sessions

> 🔑 Free 1Password account (and friends and family discount!) 

Flexibility and community

> 🤝 Paid volunteer days 

> 🌎 Employee-led DEIB programs and ERGs and ECGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer recognition through Bonusly

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

1Password uses an automated employment decision tool as a part of the recruitment process. See the latest bias audit information. A reasonable accommodation, reasonable alternative selection process, appeal or to exercise your right to opt-out of AADM may be requested by emailing nextbit@agilebits.com with subject "AI accommodation request". For additional information see our Candidate Privacy Notice.